Front Office Manager

Objective:

Enhance quality assurance standards, promote safety awareness, and enhance the guest experience by having a wiling, urgent, and can-do attitude. Additionally, be a productive member of the hotel team by communicating with supervisors and co-workers effectively. Most importantly, enhance the guest experience by making a positive contribution to the position, the team, and to the hotel.

Principal Roles and Responsibilities:

• Cleanliness and organization of the front desk and back office areas
• Hiring, scheduling, training, and supervising front desk staff members as directed by your GM
• Maintaining high service scores and meeting all scoring goals
• Assisting the front desk with any guest related issues
• Ensuring that all front desk agents have completed all Brand required training
• Meeting with your team a minimum of every other month
• Motivate your team to meet all enrollment requirements based on your brand
• Responding in a timely manner to all forms of communication
• Communication with GM and all other departments on a regular basis
• Maintaining the status of Quore and making sure all front desk team members are utilizing Quore
• Updating shift checklists for the front desk
• Updating the employee information book as well as the guest information book
• Replying to all IHG brand and TripAdvisor reviews
• Taking ownership and accountability in all you do
• Knowledge of Concerto – Guest Complaints, MyID, HCM, CTA’s, Rates, Strategic Planning
• Maintaining a relationship with businesses we have contracts with and locating new businesses coming to the area
• Ensuring that all groups are picked up by deadline and keeping an open line of communication until event is over
• Maintaining monthly inventory for reordering purposes
• Report to General Manager any problems and/or concerns
• Ensuring all front desk shifts are covered.
• Any other duties and tasks as assigned by management

Physical Requirements:

• Carry, lift, push, pull, move, items weighing up to 50 pounds on your own. Heavier items will be a team lift.
• Frequent bending, stooping, kneeling, climbing, standing, crawling, and moving about the facility.